Knowledge Management Best Practices within Service Management… · 2016. 2. 12. · Knowledge...

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Knowledge Management Best Practices within Service Management:

A KCSSM Overview

KCS is a service mark of the Consortium for Service Innovation

Rick Joslin

HDI

Executive Director, Certification & Training

[email protected]


Knowledge Management Best Practices

The old way:

Dedicated knowledge management team

Content created in preparation of demand

Knowledge is verified, validated, and published

Knowledge is an optional resource

Knowledge is someone else’s responsibility

Known as Knowledge Engineering

Follows a manufacturing process


The Support Demand Curve

Time

Demand


Knowledge Engineering

Time

Demand

X – First Incident

Knowledge

Engineering Queue

X –Incident Y

Knowledge is Published

X –Incident ZRedundancy

$ Investment

$ Rework

$ Return


Dynamic Knowledge Management

Time

Demand Knowledge is Trusted

1 – First Incident

1.

Knowledge

immediately

available for

reuse.

3

3.

Compliance

review based

on demand

2

2.

Validation

based on

demand$ Investment

$ Return Rework and

redundancy

eliminated


Knowledge Management Best Practices

The new way: Create content as a by-product of solving problems Evolve content based on demand and usage Develop a KB of our collective experience to-date Reward learning, collaboration, sharing and improving

Known as Knowledge-Centered Support (KCS) Developed by the Consortium for Service Innovation Research began in 1992 Promoted by HDI in 2003 Complements and enhances ITIL

Simple premise: To capture, structure, and re-use support knowledge

KCS is a service mark of the Consortium for Service Innovation


The Concepts of KCS

KCS is a methodology

and a set of practices and processes

that focuses on knowledge as a key asset

of the support organization.

KCS is not something we do

in addition to solving problems…

KCS becomes the way we solve problems


Top Ten Reasons Support Centers Need KCS

10. Respond and resolve issues faster.

9. Provide answers to complex issues.

8. Provide consistent answers to customer’s questions.

7. Address support analyst burnout.

6. Address the lack of time for training.

5. Answering recurring questions.

4. Identify opportunities to learn from customer’s experiences.

3. Improve First Contact Resolution.

2. Enable self-service.

1. Lower support costs.


Tangible Benefits

• Operational efficiency Improved time to resolve 30% - 60% Increased support capacity 22% - >100% Improved time to proficiency months to weeks Efficient creation of content to enable self-service Identification/elimination of root causes

• Increased job satisfaction Less redundant work More confidence Reduced training time

• Increased customer satisfaction


Who Has Invested in KCS?

Lucent

Nortel Networks

Motorola

3Com

Unisys

VeriSign

Intel

NetApp

BMC Software

EMC

Microsoft

Novell

QAD

HP

Oracle

Legato

Lexmark

SGI

CompuCom

Attachmate

AllState Insurance

Tampa Elec CO

ARAMARK

Texas Instruments

Abbott Labs

JP Morgan Chase

Sanofi-Aventis

Pepsi Co.

Brigham Young

University

Partial list


Knowledge Centered Support Practices

Knowledge

Articles

Capture

Structure

Reuse

Improve

SolveLeadership &

Communication

Performance

Assessment

Process

Integration

Content

HealthEvolve


The Knowledge Article Concept

Customers

CompanyAnalysts

Integrating the

experience of

the three

stakeholders


Capture

• In the problem solving process

• In the moment

• In the customer’s context

• Information about the environment

• Relevant content

• When tacit becomes explicit

• Search the KB before you add

The Solve Loop

Capture


An Operational View

Admin

Information

Incident

History

Incident (a snapshot in time)

Article (reusable)


Structure

• Requires a template or form

• Provides context for content

• Improves readability

• Promotes consistency

• Complete thoughts, not complete sentences

• Keep it simple

• The issue and environment define a framed article

The Solve Loop

Structure


Incident• Customer called about a problem

win WIN7 and an iPhone. The iPhone will not sync. Reviewed sync settings and could not find anything wrong. Customer has meeting and would like a call back tomorrow am.

• Talked to Bob about iPhoneproblem, he is running Win7 on a Leveno T41 and he needs to disable the USB power management option. Bob asked to leave the call open until he reboots and test it.

ArticleIssue:• Cannot sync phone

Environment:• iPhone• Windows7

Cause:

Resolution: 1. Disable USB power management.

How to disable USB power management

2. Reboot the PC.

KCS Structure – Technical Service


• Issue

– Question

– Error Message

– Symptoms

– Keywords

• Environment

– Application

– Hardware

• Cause

• Resolution

– Resolution Detail

– Links to Related Info

• ID Number

• Title

• Abstract / Summary

• Meta Data

– Audience

– Categorization

– Create Date/Time

– Modified Date/Time

– Author / Modified By

– Source

– History Information

Structured Knowledge


Reuse

• Search early, search often

• Seek to understand what we collectively know

• Search words are candidate knowledge

• Link relevant articles to incidents

The Solve Loop

Reuse


Improve

• Just-in-Time Quality

• Reuse is review

• Demand driven article review

• Modify articles based on usage

• Use It, Flag It or Fix It, Add It

• Licensed to Modify

• Ownership is shared

• Migrate articles to new audiences based on demand

The Solve Loop

Improve


What are all of the names of

three-lettered creatures you can

think of?

Record your answers.

Creatures Exercise


• ANT

• APE

• AUK (Bird)

• BAT

• BOA

• BOY

• BUG

• CAT

• COD (Fish)

• COW

• DOG

• DOE

• EEL

• ELK

• EWE

• FLY

• FOX

• GAL

• HEN

• HOG

• SNAKE

Creatures

• JAY (Bird)

• KID• KOI (Fish)

• MAN• OWL• PIG• RAT• RAY (Fish)

• ROO• YAK• ZHO (cross between a Yak

& Cow)


Content Health

• KCS Article Structure

• KCS Article Lifecycle

• Content Standard … tailored to the organization

• Visibility Matrix

• Knowledge Monitoring

The Evolve Loop

ContentHealth


Minimum States:

• Work In Progress (WIP)

• Draft

• Approved

• Published

Optional States:

• Technical Review

• Compliance

• Rework

• Obsolete

The Knowledge Article Life Cycle


Process Integration

• Structured Problem Solving (SPS)

seeks to understand before seeking to solve

• Seamless Technology Integration

• Search Technology for KCS

• Closed Loop Feedback

The Evolve Loop

Process &Integration


Simple Incident Process

Create Incident

Search KB Article Found?

Article Correct?

USE IT

Close Incident

Research or

Escalate

FLAG IT / FIX IT ADD IT

Yes

Yes

No

No

Solve It


Performance Assessment

• KCS competency model

• Integration subjective and objective metrics

• Measure lagging (results) and leading (activities)

• Team and value-creation measurements

• Feedback systemsA Balanced Scorecard

The Evolve Loop

PerformanceAssessment


KCS Competencies

Competency defines system rights and privileges.

Some in the organization will stay,

while others evolve.

Knowledge

Domain

Experts

KCS

CoachesKCS III

(Publisher)

KCS II

(Contributor)KCS I

(Candidate)


Leadership & Communication

• Alignment to a compelling purpose

• Create a strategic framework

• Promote teamwork

• Tap into internal motivators

• Rewards and recognition program

• Communications is the key

• Support and encourage good performance and deal with inadequate performance

• Engage the people doing the work to figure out how best to get it done

The Evolve Loop

Leadership &Communication


The KCS Practices

Knowledge

Articles

Capture

Structure

Reuse

Improve

SolveLeadership &

Communication

Performance

Assessment

Process

Integration

Content

HealthEvolve


KCS

• Developed by the Consortium for Service Innovation, a non-profit member based organization in the United States in 1992

• Designed to improve support operations of member companies

• Contributed to by senior support practitioners from global corporations

ITIL

• Developed by the United Kingdom’s Office of Government Commerce (OCG) in the 1980’s

• Intended to improve management of IT services in the UK Central Government

• Contributed to by expert IT practitioners around the world

KCS and ITIL


KCS Integrates with ITIL Process

• Incident Management

– As well as Request, Access, and Event

• Problem Management

• Change Management

• Release & Deployment Management

• Service Level Management

– Impact on SLAs and OLAs


Where to learn more…

• Websites

– www.thinkHDI.com/KM

– www.serviceinnovation.org

– www.thekcsacademy.com

• Knowledge Centered Support group on LinkedIn

• Certification Courses

– KCS Principles For process owners and adoption team

– KCS Foundation For everyone

http://www.thinkhdi.com/KM

http://www.serviceinnovation.org/

http://www.thekcsacademy.com/

http://www.thinkhdi.com/KCS

http://www.thinkhdi.com/kcsf


Knowledge Management Best Practices within IT Service Management:

A KCSSM Overview

Rick JoslinExecutive Director, Certification & Training

[email protected]

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